Service Desk Support Specialist

Location: Fully remote; conditions list Chattanooga, 37402

Salary: $41,600

Company

hirify.global provides staffing and employment services, including temporary assignments with benefits for eligible placements.

What you will do

• Provide tier-one technical support for business applications, Windows computers, telephony, network connectivity, and security access.
• Receive, record, classify, and track incidents and service requests through phone, chat, email, and self-service channels.
• Manage requests from initial intake and troubleshooting through resolution, customer follow-up, and ticket closure.
• Collect and document diagnostic information for escalations to Tier 2 and Tier 3 resolver groups.
• Provide clear, empathetic guidance to users with different levels of technical expertise.
• Identify opportunities to improve response times and first-contact resolution.

Requirements

• Associate’s degree in a related field or an equivalent combination of relevant experience and technical training.
• At least 2 years of professional experience in end-user technical support, IT help desk environments, or high-volume call centers.
• Working knowledge of Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
• Familiarity with enterprise ITSM ticketing platforms such as ServiceNow.
• Basic knowledge of hardware troubleshooting, networking principles, and security access management.
• Strong written and verbal communication, organizational, interpersonal, problem-solving, and attention-to-detail skills.

Nice to have

• Experience supporting users in regulated enterprise sectors or complex multi-tier organizations.

Culture & Benefits

• Fully remote support operations environment.
• Support for completing industry certifications such as Support Center Analyst or ITIL Foundation during the first year.
• For temporary assignments lasting 13 weeks or longer: medical, dental, vision, 401(k), and statutory sick pay where required.
• Reasonable accommodations are available throughout the employment process.